Here are some common questions we get asked about buying from Willesden Bathrooms. If you need more information, please go the contact page to find out how get in touch with our customer services team.
Buying from Willesden Bathrooms
Do you have an item in stock?
Our stock information for each product can be seen on our website above the price of the item. Or, please call us to check if we have an item in stock.
Can I order an item that is currently out of stock?
Yes, our team are happy to arrange pre-orders. However, if you want to schedule a pre-order alongside an order of items that we do have in stock, then your shipment will be held until all items are ready. If you would like to arrange a split delivery, you can do so by calling our customer service team.
Do your prices include VAT?
Yes, all our prices include VAT.
What methods of payment do you accept?
We accept all major credit cards, as well as PayPal.
Where can I find dimensions and technical information?
Dimensions and technical information are detailed in our individual product listings. You can also find an image on the listing with a diagram showing this under the dimensions tab. Please contact us if there is anything else you would like to know about a product.
Do you offer discounts for businesses?
Yes, please give us a call to discuss any offers for our products.
Can I modify an existing order?
Yes, you can add items on to existing orders by calling our customer service team.
Delivery and Collecting Your Order
Can you leave my delivery with a neighbour if necessary?
Unfortunately, due to the average size and cost of your orders, this is not something we are able to do. Although, some of our courier services will sometimes use their own discretion on this matter.
What is the standard delivery time?
Delivery time can vary depending on what you have ordered and where you live. On average your order will be delivered in approximately 3-5 working days. We aim to dispatch all orders as quickly as possible, but sometimes due to either stock levels or other unforeseen reasons this can be delayed. We do show up to date stock information for each product on our website.
Once you have placed an order you will be kept fully updated on the progress of your order and will be provided with a tracking link which will allow you to see the most up to date information about where your order is.
We strongly advise that you do not book plumbers until your goods have arrived and have been checked, as we are not liable for any plumber’s costs, consequential loss or compensation in any way.
How much does delivery cost?
Delivery costs are calculated on your total order, and take into account the delivery destination. For orders with multiple items, only one shipping fee is applied, based on the total weight of your goods. For more detailed information on delivery costs please see our Delivery page.
Can I request a specific delivery date?
Yes, we are happy to offer Day Specific Delivery, if all items on the order are currently in stock. Unfortunately, this is not available for deliveries to remote areas.
Will I be contacted before delivery?
For Pallet Deliveries, a member of our customer service team or our pallet courier will contact you once your order is processed to arrange a convenient date for delivery.
If I am not home when the delivery arrives, what happens?
We always recommend you to try to ensure someone is home for the time of your delivery.
Please be aware that if a delivery is missed, a re-delivery fee may apply.
Can I track my order?
You will be notified via email once your order has been dispatched. Small items ordered before 2pm are dispatched the same day for delivery using Royal Mail 48 hour tracked service or 24 hour tracked if you have chosen express delivery. Larger items ordered before 2pm are sent using next day delivery. Once the item has been dispatched you can message us if you require a tracking number and we will forward you these details.
Can I collect my order?
Please give us a call if you would like to arrange collection, depending on the size of the item, it may be possible for the item to be collected from our warehouse.
Do you deliver internationally?
Yes, as well as delivering throughout the UK, including the Highlands and Offshore areas, we are also happy to arrange deliveries overseas. We regularly ship to Ireland, Europe, Scandinavia, Australia and New Zealand.
If you live outside the UK and are interested in our products, please visit our site or email firstname.lastname@example.org to receive a quote on the shipping cost to your country.
I haven’t received my parcel yet?
You should receive your parcel within 2 working days after it has been dispatched. If you haven’t received your parcel within the estimated delivery time, please contact us so we can check the tracking details for you and find out why your parcel has not been delivered. In some cases there may be some problems where the driver is unable to find your delivery address or unable to deliver the parcel as there is no one at the address to accept the delivery. When the driver is unable to deliver a parcel, they will leave a calling card so you can rearrange delivery.
Returning or Cancelling Your Order
How do I return an item?
You have 30 days after the purchase date to return your item if you are not happy with your order. You have 30 days to inform us of the return and 14 days to send the item back to us. Please call us or send us a message for a return authorisation. It is the buyer’s responsibility to send the item back to us in their original conditional and packaging, complete with all the fittings. We have the right to reject any return item that is in poor, unsalable condition. Any unwanted items must be returned to us at the customer’s expense and via a trackable courier. On their safe, undamaged return, the items will be processed for a refund.
For damaged or faulty items, you must inform us within 48hours of delivery.
More information on our Return Policy can be found here.
How do I cancel an order?
If you discover you need to cancel your order for any reason, for example if you have ordered the wrong item, then please contact us immediately via 0330 010 0884 or by emailing us at email@example.com and quoting your order reference number.
Once you receive the cancelled order please return the item back to us within seven days of receiving the parcel. All goods must be returned unused and in their original packaging.
Please be aware that unfortunately, we cannot refund goods that have been damaged whilst in your possession, nor are we are responsible for any return costs for unwanted items, you will need to arrange for the shipping yourself and ensure the safe return.
More information on our Return Policy can be found here.
How long is the returns process take?
Once goods are received back to us, returns normally takes 14 working days.
I have a faulty item, what do I do?
If you experience any faults with your items, please message us so we can help resolve the issue. For faulty items we require a short video or a picture to demonstrate the fault so our technical team can examine it and help resolve the issue by sending a replacement part.
Please send the video or picture to our email address explaining the issue; also don’t forget to include your order ID and name.
An item is missing from my order, what do I do?
When you take receipt of our order, you are required to give your items a quick check to ensure there are no problems and that you are happy to receive the order. If you notice any missing items or other problems, please contact our customer service team immediately.
How can I contact you?
You can email the team at firstname.lastname@example.org, use the Live Chat feature on our website, or call us on 0330 010 0884. Alternatively, you can connect with our Facebook accounts for help, advice and updates on our latest news and sales. Please see the link for our contact details.